Customer Experience Specialist

Silk & Snow; Toronto; On-site; CAD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Specialist, where your passion for exceptional service will shine. In this dynamic role, you'll engage with customers through various channels, ensuring their needs are met with efficiency and warmth. This opportunity offers a supportive environment that values diversity and inclusivity, along with potential for personal and professional growth. Be part of a team that prioritizes work-life balance and has a meaningful impact on customers' well-being through quality sleep products. If you're eager to learn and thrive in a fast-paced setting, we want to hear from you!

Benefits

Medical Benefits

Dental Benefits

Vision Benefits

Paid Time Off

Employee Discounts

Free Mattress and Bedding Set

LifeSpeak Learning Platform Access

Supportive Work Environment

Opportunities for Growth

Diversity and Inclusivity Focus

Qualifications

• Minimum 1 year of customer service or retail sales experience.
• Strong verbal and written communication skills are essential.

Responsibilities

• Assist customers with inquiries and provide product information.
• Manage relationships with suppliers and ensure smooth order delivery.

Skills

Customer Service

Communication Skills

Problem-Solving

Organization Skills

Adaptability

Tools

Browser Applications

Mobile Applications

Job description

Job Description

We are looking for a Customer Experience Specialist who is extremely driven and customer-focused to help us deliver a best-in-class retail experience. In this role, you will communicate through multiple channels including email, phone, and live chat. You will also be the point person for our customers.

If you enjoy working with customers and possess exceptional customer service and organization skills, and if you are highly adaptable, dynamic, and eager to take on different challenges, we want to hear from you!

Schedule:

09:15AM - 5:45PM or 12:00PM - 8:30PM EST - various schedules

Responsibilities:

• Assist customers by answering questions and providing information about Silk & Snow products.
• Provide exceptional customer service via phone, email, and live chat, balancing efficiency with friendliness.
• Respond to post-sale inquiries, follow up on order or delivery questions, and resolve issues through proactive follow-up and de-escalation strategies.
• Maintain communication with the Customer Experience team to address key issues promptly.
• Coordinate with courier and warehouse partners to ensure smooth delivery of orders.
• Manage relationships with suppliers and vendors.

Qualifications:

• Minimum 1 year of customer service, retail sales, or related experience.
• Ability to work with diverse customer personalities and understand their needs.
• Proficiency with browser and mobile applications.
• Ability to work independently and in a team environment.
• Capacity to multitask and thrive in a fast-paced, high-volume environment.
• Detail-oriented, meticulous, and analytical.
• Strong focus on providing exceptional customer service.
• Positive attitude, problem-solving skills, and eagerness to learn.
• Availability to work various shifts, including until 8:30 pm EST.
• Excellent verbal and written communication skills.

Additional Information:

Our Customer Experience team members enjoy:

• Prioritization of diversity and inclusivity.
• Opportunities for growth, primarily from within.
• Streamlined training and ongoing support.
• Access to the LifeSpeak learning platform for personal and professional development.
• Competitive benefits, including medical, dental, vision, and paid time off.
• Employee discounts, and a free mattress and bedding set after probation.
• Opportunity to impact customers' sleep and well-being.
• Supportive environment promoting work-life balance.
• This is a career opportunity with potential for advancement.

About Us:

At Silk & Snow, we create products that turn your house into a home. We bring affordable luxury with meticulously crafted sleep products that enhance personal sanctuaries and promote rest. We are committed to using better materials, thoughtful manufacturing, and transparency, ensuring our customers can trust their purchases for their family, home, and planet.